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Exam: ITIL Service Capability Operational Support and Analysis

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Question No : 1

Scenario
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
? Infrastructure Services (planning, installing and maintaining the PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit, however some business
units also have their own internal service provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen as abarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
Discussions have recently been held regarding the performance ofthe Incident and
Problem Management. There has been someconfusion among IT managers as to what
metrics demonstrate thequality and performance of these two processes.
From the options below, which represents the best range ofmeasures for evaluating the
success of Incident and ProblemManagement?
A)
[Exin-ITILSC-OSA-3.0/

A. Option A
B. Option B
C. Option C
D. Option D


Question No : 2

Scenario
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responses completed during the
past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and
requests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and a basic understanding
of the business processes and objectives. However, staff are not well informed of
upcoming releases of new or changed services and not given adequate
information to relay to the cu

A. % of calls resolved by Service Desk Average time to identify incident Average time to escalate incident % of user updates conducted within target times Customer feedback Average Service Desk cost of handling incident
B. % of calls resolved by Service Desk Averagetime to resolve incident Averagetime to escalate incident % of customer updates conducted within target times Customerfeedback AverageService Desk cost of handling incident
C. o % of calls answered by Service Desk Averagetime to escalate incident % of customer updates conducted within Service Deskhours Customerfeedback Averagecost of handling incident
D. % of calls answered by Service Desk Averagetime to resolve problems Averagetime to escalate problem % of customer updates conducted within Service Desktimes Customerfeedback Averagecost of handling problem


Question No : 3

Scenario
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satelliteservices)
? Infrastructure Services (planning, installing and maintainingthe PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit,however some business
units also have their own internalservice provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen asabarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
As part of the major refresh of IT systems, it has been agreed that theexisting ITIL
processes of Incident and Problem Management are notperforming adequately. Recent
surveys indicate that:
? A high percentage of incidents are being escalated tosecond linesupport staff
? There is inconsistency in the knowledge captured fordiagnosing and resolving
incidents and problems
? Problem Manage

A. You understand the need to review current practices, soyou compare current practices against those described inthe ITIL volume of Service Operation. You perform a gapanalysis, and realize most of the issues relate toinadequate knowledge capture and sharing. You focus onimproving this by: Reviewing the tools and systems used, and develop abusiness case for acquiring new Knowledge ManagementSoftware to be used by the IT division. Creating rules for the escalation of incident and problemsso that hi
B. You communicate the need to review the situation, invitingvarious stakeholders from the IT departments and otherbusiness units to discuss the issues at hand. Your mainconcern is the lack of communication between various ITgroups, so to improve this you focus on: Improving the Release Policy to be adhered to by thevarious Release & Deployment teams, stating thedocumentation and knowledge transfer requirements forthe different types of releases performed. Developing guidelines, procedures and asso
C. You understand the need for compliance to the definedprocesses, as currently many staff do not follow prescribedguidelines and procedures. Your efforts focus on improvingcompliance to the Incident and Problem Managementprocesses by: Auditing the processes, seeking where exceptions todefined procedures occur Running awareness sessions to communicate the valueand importance of the processes in place Modifying existing systems and tools so that improvecompliance to existing processes Evaluating whi
D. You communicate the need to understand more about thecurrent issues, so you invite the Service Desk, Incident,Problem and Release & Deployment managers to a meetingto review the situation. Your main concern is the lack ofdocumentation and knowledge being recorded by various ITgroups, so to improve this you focus on: Defining the requirements for knowledge capture andtransfer (including Known Errors) so that allcommunication is improved Improving the tools and systems used for by the variousgroup


Question No : 4

Functions are best described as?

A. Self-Contained units of organizations
B. Inter-related activities with a defined goal or output
C. Closed loop control systems
D. A team of IT staff who provide a single point of contact for all user communication


Question No : 5

There have been multiple incidents recorded by the Service Desk. Itappears that the
network is congested due to multiple connections.
What kind of actions should the Service Desk analyst take in thisinstance?

A. They should ask the Capacity Manager to expand the capacity of the network
B. They should ask the Problem Manager to look into the problem right away
C. They should ask the Security Manager to check whether too many authorizations may have been issued.
D. They should ask the Service Level Manager to revise the Service Level Agreements (SLA) with a decreased availability target


Question No : 6

Scenario
Vision Media is an international media organization, operating variouslines of business
including:
? Film Production
? Television (production and delivery of their own channel in the United States
VisionOne)
? Print media (including newspapers in 15 countries)
? Online Advertising
The organization has recently been restructured, and now iscomprised of the following
companies and departments:
? Vision Films (production of movies and television shows)
? VisionOne (television channel)
? VisionNews (coordinates all of the sub-companies involved in the delivery of
printed newspapers, as well as being the centralized source of news information
for all company owned media outlets)
? VisionNet (managing the online and internet businesses)
? Legal Services
? Finance and Administration
? Human Resources
? Information Technology
The organization is also actively pursuing growth in the online market,and is currently
holding discussions with the leading online newsprovider about the possible acquisition of
their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT
Services to all of sub-companies and departments,which complement some of the Internal
Service Providers that alsoexist. The director of Information Technology has realized the
need toimprove the quality of services offered by implementing ITIL, and hasdecided to do
so using a phased approach. Some of the ServiceDesign and Service Transition processes
have already beenimplemented, and they are now planning the implementation ofService
Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets
for implementing the Service Operationprocesses have not been finalized, and still require
a business caseto be formally submitted.
Refer to the exhibit.
The IT director is now considering the implementation of the ServiceOperation functions.
However there seems to be overlap b

A. Option A
B. Option B
C. Option C
D. Option D


Question No : 7

Scenario
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responsescompleted during the
past 12 months show an increase incustomers who were unsatisfied with call
waiting times whencontacting the service desk for help with online orders
andrequests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and abasic understanding
of the business processes andobjectives. However, staff are not well informed of
upcomingreleases of new or changed services and not given adequateinformation
to relay to the customers.

A. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times Send a formal memo to all customers, introducing yourself and your new role, thanking them for their valuable feedback and addressing the issues raised in
B. You decide that the first two ITSM processes that need to be implemented are Incident Management and Request Fulfillment. As this will enable formal management and coordination of the Service Desk, and ensure that Incidents and Service Requests are dealt with accordingly, enabling separate logging and monitoring and faster call response times. In addition, you will ensure that the new Incident Manager will ensure the Service Desk is the single point of contact, as a first priority. This needs to
C. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You are not concerned with the additional comments as the general feedback is that customers are satisfied with the end to end service and that a 100% satisfaction is unrealistic. You will suggest to the Business that more staff is required for the Service Desk to ensure that call waiting times are reduced and that a more detailed and selective criteria is used as part of the se
D. The results of this initial assessment are better than you had expected, you do not see any need to change things yet. You will suggest to the Business that it will be beneficial to complete another initial assessment in one year, after the next Customer Satisfaction Survey is completed, to compare the satisfaction levels and, if required, identify areas for improvement at that stage.


Question No : 8

Scenario
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responses completed during the
past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and
requests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and a basic understanding
of the business processes and objectives. However, staff are not well informed of
upcoming releases of new or changed services and not given adequate
information to relay to the cu

A. Organize a meeting with the managers of each ITdepartment and form a Communication Plan. This planwill include all agreed methods, reasons and a list ofpersonnel to be included for communications within theOperation departments. This plan will then be distributedto all staff, with a memo that will include; A photograph of each IT staff member with job title. Brief Job Description and explanation of their dayto day activities. In addition, make a proposal to the Business that a Release and Deploy
B. Organize a meeting with the managers of each IT departmentand form a Communication Plan. This plan will include allagreed methods, reasons and a list of personnel to beincluded for communications within the Operationdepartments. This plan will then be distributed to all staff, witha memo that will include; A photograph of each IT staff member with job title Brief Job Description and explanation of their dayto day activities In addition, ask for the service desk to be sent copies ofthe release s
C. Recommend to the Business that a new staff trainingprogram needs to be implemented that will include oneservice desk member per week shadowing a member ofstaff in each of the Business Process areas to learn howthey do things and what the business objectives are. Inaddition, request a weekly update from the build, test anddeployment areas on any upcoming releases, includingany relevant information that will enable the service deskstaff to provide a better service to the customer.
D. No immediate action required. You will work on a newtraining and communication policy that will formalize theprocess of communication and knowledge transferbetween departments. You will also recommend that thefirst ITSM process to be implemented with be a formalizedIncident Management process to ensure that effectivemeasurements and analysis is taking place and that thereis monitoring of staff competency and skill.


Question No : 9

Scenario
NEB is a financial management company that specializes in lendingmoney for substantial
property investments. They have a large ITdepartment that is currently using the following
ITSM processes:
? Service Level Management
? Availability Management
? IT Service Continuity Management
? Information Security Management
? Incident Management
? Problem Management.
Each of these processes have been implemented within the plannedtarget time and are
working effectively and efficiently. Staff haveadapted to the changes in a very positive
manner and see thebenefits of using the ITIL framework.
Last Saturday, there was a security breach. A previous member ofstaff, who has left the
company and joined a competitor organization,has been able to gain access to several
client lending files. Afterinitial investigation, it was found that access was not terminated
whenthe staff member left the company this has highlighted that thereare insufficient
processes in place to ensure access rights areterminated when staff leave the company,
change roles etc and thereis ongoing investigation to see how many other previous staff
stillhave access to the system.
The business has requested immediate recommendations from the ITManager, as to what
can be done to ensure this situation does nothappen again and how best to inform clients,
with reference to thesecurity breach.
Refer to the scenario.
Which of the following options is most suitable to deal with thissituation?

A. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. Thisprocess will ensure that access is provided to those whoare authorized to have it and will ensure access isrestricted to those who are not. With regards to informing clients, you recommend thatclients are not told of the situation
B. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. AsAccess Management is the execution of the policies laidout within the Availability and Information SecurityProcesses, the foundations are already laid. This processwill ensure that access is provided to those who areauthorized to hav
C. Your first recommendation is to implement the AccessManagement process as soon as possible. This processwill ensure that access is provided to those who areauthorized to have it and will ensure access is restricted tothose who are not. With regards to informing clients of the breach, yousuggest that only the specifically affected clients areinformed of the breach, via a formal letter sent from seniormanagement to reassure clients that the situation is beingtaken seriously. You suggest that the t
D. Your first recommendation is to implement the AccessManagement process as soon as possible. You suggestthat as the IT organization has already effectively andefficiently implemented six processes, they will be able tomanage a well executed and fast implementation. Thisprocess will ensure that access is provided to those whoare authorized to have it and will ensure access isrestricted to those who are not. With regards to informing clients of the breach, yousuggest that all clients need to be inf


Question No : 10

Which of the following is NOT an objective of Service Operation?

A. Thorough testing, to ensure that services are designed to meet business needs
B. To deliver and support IT Services
C. To manage the technology used to deliver services
D. To monitor the performance of technology and processes


Question No : 11

Scenario
You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company
has acquired two other major firms in Londonand New York. Total Company staff now
exceeds 800 people. EachFirm currently has their own Service Desk.
? Hong Kong has 10 SD staff to 400 employees, with 6 2nd level support staff
? London has 3 SD staff to 140 employees with 3 2nd level support staff
? New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff
With this new merger comes new support issues. Complaints arecoming in to say that
there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and
New York are havingtrouble knowing and supporting new systems which has resulted
inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an
inability to get through to the service deskThe Business is not happy with the current
situation.
Refer to the scenario.
A)
ITIL ITILSC-OSA question 11
B)
ITIL ITILSC-OSA question 11
C)
ITIL ITILSC-OSA question 11
D)
ITIL ITILSC-OSA question 11

A. Option A
B. Option B
C. Option C
D. Option D


Question No : 12

Which of the following is NOT an example of a Service Request?

A. A user calls the Service Desk to order a toner cartridge
B. A user calls the Service Desk because they would like to change the functionality of an application.
C. A Manager submits a request for a new employee to be given access to an application
D. A user logs onto an internal web site to download a licensed copy of software from a list of approved options


Question No : 13

Which ITIL process ensures that the IT Services are restored as soonas possible in the
case of a malfunction?

A. Change Management
B. Incident Management
C. Problem Management
D. Service Level Management


Question No : 14

What is the best definition of an Incident Model?

A. A type of incident involving an authorized Configuration Item (CI)
B. The template used by Service Desk analysts to record incidents
C. A set of pre-defined steps to be followed when dealing with a known type of incident
D. An Incident that is easy is solved at first contact


Question No : 15

The success of Service Operation phase is based on some importantCritical Success
Factors. From the options below, which would bethe most important for Service Operation?

A. Management support for using phase Business support to ensure users use Service Desk as little aspossible Champions to drive process usage Staffing and retention of Service Desk Service management usage Suitable tools especially Incident Management Measurement and reporting of capacity
B. Management support for setting up phase Business support to ensure users call Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools Measurement and reporting of usage
C. Management support for setting up SD Business support to ensure users call Service Desk Champions to lead Service Support Staffing and retention of Service Desk Service management understanding Suitable tools especially Service Desk Measurement and reporting
D. Management support for setting up phase Business support to ensure users use Service Desk Champions to lead process implementation Staffing and retention of Service Desk Service management training Suitable tools especially Service Desk Measurement and reporting


Question No : 16

Scenario
Brewsters is a toy factory that has been in business for 30 years.The company started with
a small family run shop and has grownconsistently over the years. They are now supplying
toy storesnationwide and are considered to be the primary supplier of childrenscollectable
novelty erasers.
Brewsters IT department is relatively small (currently 15 staff) butefficient. They have
recently employed an IT Manager in an attemptto improve the management of the
infrastructure, as well as moreeffective use of resources and identification of areas for
improvement.
The Brewsters management teams do not have a lot of ITknowledge. The newly appointed
IT Manager is very ITIL focusedand wants to implement as many ITSM processes as is
appropriatethere are currently no formal processes in place. On starting with thecompany
the IT Manager completed an internal assessment of the ITinfrastructure including staff
skills analysis, and collated the resultsfrom customer satisfaction surveys completed over
the last 5 years.
The main areas of concern are as follows:
Responses from customer satisfaction survey:
? Overall a consistent satisfaction level. However, responses completed during the
past 12 months show an increase in customers who were unsatisfied with call
waiting times when contacting the service desk for help with online orders and
requests for information.
? Customers added the following additional comments:
? “Never get to speak to the same person twice when dealing with an Incident
number, had to call several times to receive follow up on progress
? “Some of the Service Desk staff seem under qualified to deal with my questions
about new applications/incidents/service requests
Results from Staff Skills Analysis:
? Staff, in general, have a good knowledge of IT systems and a basic understanding
of the business processes and objectives. However, staff are not well informed of
upcoming releases of new or changed services and not given adequate
information to relay to the cu

A. You decide to recommend implementation of the EventManagement process to formalize the event monitoring,planning and overall management. Ensure that there isresource sharing between the Service Design teams andthe Operational Support teams as their input is necessaryto ensure services are designed that will work efficiently inthe live environment. In addition, implement the Problem Management process at the same time, to ensure there are both reactive andproactive activities taking place with re
B. You are not concerned with the lack of skill sharingbetween the Operational Support departments andService Design as they are two separate entities of theService Lifecycle with their own objectives. You areconcerned, however, with the lack of skill sharing betweenthe Operational Support teams and decide to formalize the1st, 2nd and 3rd lines of support and recommend theadoption of a database that will incorporate all Incidentrecords, Problem records, Known Error records,Workarounds and Event inf
C. You are not concerned with the lack of skill sharingbetween the Operational Support departments andService Design as they are two separate entities of theService Lifecycle with their own objectives. You areconcerned, however, with the lack of Event monitoring andplanning and foresee this as being a potential major issue.You decide to recommend implementation of the EventManagement process to formalize the event monitoring,planning and overall management. Ensure that there isresource sharing betw
D. Implement the Problem Management process, to ensurethere are both reactive and proactive activities taking placewith regards to Problems, a knowledge bank of informationincluding known errors, workarounds, problems andincident records is produced and maintained. Once this process is established, working efficiently andstaff have become more accustomed to this new way ofworking, use this success to recommend theimplementation of the Event Management process.


Question No : 17

Scenario
Vericom is a leading provider of government, business and consumertelecommunication
services, and is currently seeking ways in which toimprove its utilization of IT services to
drive growth across its multiplelines of business. One of the largest organizations in the
UnitedKingdom, Vericom is comprised of the following business units:
? Verinet (providing ADSL, cable, 3GSM, dialup and satellite services)
? Infrastructure Services (planning, installing and maintaining the PSTN and mobile
network infrastructure)
? VericomTV (Pay TV)
? Consumer Sales and Marketing (including 400 Vericom retailoutlets)
? Business and Government
? Finance and Administration
? Information Technology Services (Shared Service Unit, however some business
units also have their own internal service provider)
? Human Resources
? Vericom Wholesale (for wholesale of Vericom infrastructureservices)
Due to the extensive scope of infrastructure deployed and largeemployee and customer
base, Vericom continues to rely on legacysystems for some critical IT services; however
this is seen as abarrier to future organizational growth and scalability of servicesoffered.
The CIO of Vericom has also raised the concern that whileimprovements to the technology
utilized is important, this also needsto be supported by quality IT Service Management
practicesemployed by the various IT departments.
The project of improving the IT Service Management practicesemployed by Vericom has
been outsourced to external consultantswho are aware of the major IT refresh that is going
to be occurringover the next 24 months.
Refer to the scenario.
With Vericom being a large organization (approximately 40 000 staff),some of the business
units have developed their own internal ITdepartments to supplement the services provided
by the centralizedInformation Technology Services (ITS) department. This has occurreddue
to the specialized needs and requirements for technology,specifically Verinet, VericomTV
and Consumer Sales and Ma

A. You realize a coordinated approach is the best method,including: The development of the ITS Service Desk to be the singlepoint of contact for ALL end user (internal) queries. This willbe performed over a 6 month period, to take account for anytraining and transfer of knowledge that needs to occur. ThisService Desk will then escalate to the appropriate second linegroup (from any of the IT departments) as required. Develop consistency across all departments for categoriesand priority coding system
B. You realize a phased approach is the best method, includingfour phases: Phase 1 Build or purchase a service management tool thatwill be used by all IT departments for managing incidents,problems and service requests Phase 2 Standardize the use of ITIL processes used by theITS department across all IT departments at Vericom Phase 3 Deliver training and awareness sessions for staffregarding the importance of the processes and how theyshould be used. Phase 4 Review the success of the project an
C. You realize a coordinated approach is the best method,including: Developing a telephone system that will route calls to theappropriate Service Desk based on the users input. Thisshould also provide the capability for a Service Desk analystto call them back during peak periods. Develop consistency in all the categories assigned to servicerequests, incidents and problems across all IT departments. Build or purchase a service management tool that will be usedby all IT departments for managing incid
D. You realize that improving the business awareness of IT ismost important, and address the issues by: Identifying the training requirements of end users to improvetheir use of IT service Implement an online Service Catalogue for all IT Services,with self-help capabilities to log and track incidents, problemsand service requests Assist Service Level Management in improving the visibility ofthe IT organization in general, and identify areas of customersatisfaction that need improving Build or purch


Question No : 18

Scenario
Vision Media is an international media organization, operating variouslines of business
including:
? Film Production
? Television (production and delivery of their own channel in theUnited States
VisionOne)
? Print media (including newspapers in 15 countries)
? Online Advertising
The organization has recently been restructured, and now iscomprised of the following
companies and departments:
? Vision Films (production of movies and television shows)
? VisionOne (television channel)
? VisionNews (coordinates all of the sub-companies involved inthe delivery of
printed newspapers, as well as being thecentralized source of news information for
all company ownedmedia outlets)
? VisionNet (managing the online and internet businesses)
? Legal Services
? Finance and Administration
? Human Resources
? Information Technology
The organization is also actively pursuing growth in the online market,and is currently
holding discussions with the leading online newsprovider about the possible acquisition of
their company. This wouldincrease the overall size of Vision Media by around 15%.
The Information Technology department acts as a Shared ServiceUnit, providing IT
Services to all of sub-companies and departments,which complement some of the Internal
Service Providers that alsoexist. The director of Information Technology has realized the
need toimprove the quality of services offered by implementing ITIL, and hasdecided to do
so using a phased approach. Some of the ServiceDesign and Service Transition processes
have already beenimplemented, and they are now planning the implementation ofService
Operation.
While the IT director does have tentative support from the otherdirectors and CEO, budgets
for implementing the Service Operationprocesses have not been finalized, and still require
a business caseto be formally submitted.
Refer to the exhibit.
The IT director is required to submit a business case to the board ofdirectors of Vision
Media for the implementation of Service

A. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to enable service quality and reduce theoverall expenditure on IT. This is because Service Operation isultimately where the designs and optimizations introduced by ITare supported, and from an IT perspective where the actual valueof IT Service Management is seen. Specific benefits delivered asa result of improved Service Operation includes: Increased effect
B. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is avital element necessary to further improve service quality, andto realize the value of the previous projects already completed(refer Service Design and Service Transition projects). This isbecause Service Operation is ultimately where the designsand optimizations introduced by IT are executed andmeasured, and from a businessviewpoint where the actualvalue of IT is seen. Specific b
C. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to enable service quality and reduce theoverall expenditure on IT. This is because Service Operation isultimately where the designs and optimizations introduced by ITare deployed, and from a business perspective where the actualvalue of IT Service Management is seen. Specific benefitsdelivered as a result of improved Service Operation includes: Fewer disrup
D. As part of the ongoing Service Management initiative withinVision Media, the implementation of Service Operation is a vitalelement necessary to achieve service quality and support theobjectives defined for the IT department. This is because ServiceOperation is ultimately where the designs and optimizationsintroduced by IT are supported, and from a business viewpointwhere the actual value of IT is seen. Specific benefits deliveredas a result of improved Service Operation includes: Increased effec


Question No : 19

Scenario
You are the CIO of a large stockbroking firm, based in Hong Kong.Recently this company
has acquired two other major firms in Londonand New York. Total Company staff now
exceeds 800 people. EachFirm currently has their own Service Desk.
? Hong Kong has 10 SD staff to 400 employees, with 6 2nd levelsupport staff
? London has 3 SD staff to 140 employees with 3 2nd levelsupport staff
? New York has 5 SD staff to 250 employees with 5 2nd levelsupport staff
With this new merger comes new support issues. Complaints arecoming in to say that
there si an imbalance with ratio of IT supportstaff to users, Service Desks in London and
New York are havingtrouble knowing and supporting new systems which has resulted
inusers calling Hong Kong Service Desk. This has resulted in higherresolution times and an
inability to get through to the service deskThe Business is not happy with the current
situation.
Refer to the scenario.
As CIO, you decide to reorganize the Service Desk structure as ameans to address the
levels of service. You decide to use a followthe sun Service Desk. Which of the following
descriptions to youpresent to the Business as your solution?

A. By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You then ensure that SD staff are trained onall current services. You appoint 2 Super Users per ServiceDesk to act as a buffer and to assist the users. You set up SDschedule based on usage and work hours.
B. By implementing a follow the sun SD, you use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You then ensure that all SD staff are trainedon all current services and able to provide an average of 60%1st line support as a target you appoint 2 Super Users perlocation to act as a buffer and to assist the users. You set upSD schedule based on usage and work hours
C. By implementing a follow the sun SD, you will start byinvestigating if the current infrastructure is capable ofsupporting a global service desk, including use of VOIPtechnology (this is possible). You use current data todetermine minimum staffing requirements in each location tosupport its own location and the expected support levels inother locations. You decide to use English as the mainlanguage for all support. You then ensure that all SD staff aretrained on all current services and able to p
D. By implementing a follow the sun SD, location. You decide tokeep local languages for SD. You use current data todetermine minimum staffing requirements in each location tosupport its own location. You then ensure that all SD staff aretrained on local services and able to provide an average of60% 1st line support as a target.You appoint 2 Super ServiceDesk Operators per location to act as a buffer and to assistthe users.


Question No : 20

Which of the following BEST describes the purpose of EventManagement?

A. To detect events, make sense of them and determine the appropriate control action
B. To monitor interactions and exceptions within the infrastructure
C. To monitor and control the activities of technical staff
D. To detect and escalate exceptions to normal service operation


Showing 1-20 of 26 Questions   (Page 1 out of 2)

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